Help Desk Specialist

The **Help Desk Specialist** is responsible for providing **first-line technical support and IT assistance to end users**, ensuring that hardware, software, network, system access, and other IT-related issues are resolved efficiently and within agreed service levels.

**KEY ACCOUNTABILITIES & ACTIVITIES**

**1. Service Desk Support & User Assistance**

• Provide first-line technical support to end users through calls, emails, remote support tools, and other designated Service Desk channels

• Respond to and manage incidents and service requests within defined SLAs

• Troubleshoot hardware, software, operating system, and connectivity issues

• Support users with system access, software installation, and configuration

• Provide remote assistance and on-site support when remote resolution is not possible

• Maintain a high level of customer service throughout the support process

• Support employee onboarding and offboarding, including account access, permissions, and hardware setup

**2. Infrastructure Support & Maintenance**

• Support the availability and stability of IT infrastructure, including:

• servers

• network devices

• workstations

• cloud-based services

• Assist with installation, configuration, maintenance, and upgrades of IT hardware and software

• Maintain IT asset and equipment inventory

• Assist with system performance monitoring and backup procedures

• Support troubleshooting of server and network outages

**3. Network Support & Troubleshooting**

• Support reliable and secure wired and wireless network connectivity

• Troubleshoot:

• LAN/WAN connectivity

• Wi-Fi

• VPN

• DNS

• DHCP

• firewall-related issues

• Assist with network administration and access control

• Escalate complex network incidents to the appropriate technical teams when required

**4. Systems Administration**

• Support administration of:

• LAN and WAN environments

• firewalls

• routers and switches

• cloud infrastructure

• Assist with user accounts, access rights, and permissions in:

• Active Directory

• Microsoft 365

• other enterprise platforms

• Assist in maintaining accurate software and hardware records

• Support routine system administration and configuration activities

**5. Documentation & Ticket Management**

• Accurately log all incidents and service requests in the ticketing system

• Document:

• reported issues

• troubleshooting steps

• actions taken

• resolutions

• user follow-ups

• Categorize and assign tickets to the appropriate workgroups

• Monitor ticket queues and ensure requests are progressed within agreed SLAs

• Escalate unresolved or complex incidents when necessary

• Maintain clear records for operational, reporting, and audit purposes

• Develop and maintain knowledge base articles, FAQs, troubleshooting procedures, and user guides

• Identify opportunities to improve Service Desk processes and customer experience

**6. Security & Data Protection**

• Support IT security controls and procedures, including:

• antivirus

• endpoint protection

• encryption

• firewall controls

• Assist with identifying and escalating potential security vulnerabilities

• Follow organizational information security policies and procedures

• Assist with disaster recovery, backup, and data protection activities

• Support the protection of organizational systems, accounts, and information

**7. Training & Knowledge Sharing**

• Provide end-user guidance and training on IT systems and software

• Educate users on security and technology best practices

• Maintain internal troubleshooting guides and knowledge base articles

• Stay current with relevant technologies and IT support practices

• Share technical knowledge and solutions with the Service Desk and wider IT team

• Contribute to IT projects and implementation of new technology solutions

**COMPETENCIES**

**Core**

• Service Desk & Technical Support

• Hardware & Software Troubleshooting

• Incident & Request Management

• Remote Technical Support

• Customer Service

• Problem Solving

**Infrastructure & Networking**

• LAN / WAN

• Wi-Fi & VPN

• DNS / DHCP

• Firewalls

• Routers & Switches

• Cloud Services

• Basic Server Support

**Systems Administration**

• Active Directory

• Microsoft 365

• User Account Management

• Access & Permission Management

• Hardware & Software Inventory

**Service Management & Documentation**

• Ticket Management

• SLA Awareness

• Incident Documentation

• Knowledge Base Management

• Escalation Procedures

• Process Improvement

**Security**

• Endpoint Security

• Antivirus & Encryption

• Access Control

• Data Protection

• Backup & Disaster Recovery Support

**Soft**

• Excellent customer service

• Strong problem-solving and troubleshooting skills

• Clear verbal and written communication

• Excellent teamwork and collaboration

• Strong time management and prioritization

• Attention to detail

• Adaptability

• Professional email writing and etiquette

• Ability to communicate technical information clearly to non-technical users

**JOB SPECIFICATIONS**

**Experience**

• Hands-on experience in IT support, Help Desk, Service Desk, or a similar technical support role

• Experience troubleshooting hardware, software, operating systems, and network connectivity

• Experience handling and documenting incidents and service requests

• Experience providing remote and on-site technical support

• Experience supporting user accounts, access permissions, and workplace IT systems